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Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the Fizz network, you can connect via our partner network. Learn about accessing our partner network Troubleshooting: Is the Wi-Fi function turned off? Make sure you have deactivated WiFi on your phone. If browsing the internet with your phone is slow and laborious, your phone may be trying to prioritize browsing over a WiFi network instead of using the Fizz mobile network. By disabling WiFi on your phone, you will force it to use only mobile data; this may enable apps and web pages to load faster. If you are experiencing a slow WiFi network, see the following troubleshooting tip: My WiFi connection is slow. How can I speed it up? Restart your phone If the network signal is weak, your phone may be connected to an antenna that is not in an optimal location for you to access the network. Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds. Following your reboot, your applications will load. Your phone will then re-authenticate to the Fizz mobile network and potentially recover its authorization to access the network. Do tests Test your connection by visiting different websites, using another web browser and/or another application. The website you are visiting, or the browser/app you were using when your WiFi became slow may be the source of the problem. If the slow speed is limited to a single browser or application, try to completely uninstall it from your device. If the situation continues unchanged after you reinstall the browser or app, consult customer assistance for the product in question Conduct speed tests Conduct a speed test using the website or application of your choice. IMPORTANT: Make sure you

Good to know: if your phone is compatible with eSIMS, our eSIM is free, and you can order, install and activate it all in one shot. If your Fizz SIM card needs to be changed due to the removal of 3G for a VoLTE-compatible card, it will be free. See the steps for an eSIM here. If your phone is not compatible with eSIMs or if you prefer having a physical SIM card, it’s all good as well. The SIM card (subscriber identification module) will connect your phone to the Fizz mobile network so you can use the mobile plan you create. Keep in mind, however, that Fizz does not offer business services: SIM card (their order and their use) are limited to a residential use. Order online Just like anything else these days, a Fizz SIM card can be delivered right to your door. You even get to keep your slippers on. New to Fizz? Go to fizz.ca and create your mobile plan. Follow the on-screen steps and order your SIM card. Obviously, your address must be located within the Fizz subscrition area. You can also order a free SIM card when you buy a phone on fizz.ca. Just add it to your order. You're looking to add a new plan to your account? With Fizz, you can add and manage several plans in your account. You can therefore purchase several SIM cards at once, all of which will be delivered in your name. Look for the Add a mobile plan tile on the Overview page in your account and follow the steps. Need to replace your SIM card which is already activated and associated with your plan? Sign in and go under My plans > Manage plan > Change SIM card. From there, you’ll be able to order

Make sure that the Wi-Fi feature on your device is activated Your device may have a software and / or physical Wi-Fi switch. The location of the software switch may vary from one device to another. Here are two examples: Computer: Network and internet settings → Wi-Fi Smartphone: Settings → Connections → Wi-Fi Placement of the hardware switch can vary from one device to another. Here are two examples: An on/off button on the front or side of your laptop A combination of keys, for example: Function and F2 Select your Wi-Fi network The default username and corresponding password for your Wi-Fi network are written on a sticker on the back of your Wi-Fi modem (Default Wi-Fi network and Default key). The process for reconnecting to your Wi-Fi network may vary from one device to another. Here are two examples: Laptop: Settings → Network and internet → Wi-Fi Smartphone: Settings → Connections → Wi-Fi You can't find your Wi-Fi network? Use this link. If allowed by your device, connect to the 5 GHz Wi-Fi frequency Your Fizz Wi-Fi modem defaults to frequency band steering technology. When this function is disabled, your Wi-Fi modem will display two (2) frequency bands: 2.4GHz and 5GHz. Manually select the 5GHz on your devices. Here are the differences between these two frequency bands: 5GHz frequency band: Less exposed to interference Faster maximum speeds Less reach 2.4GHz frequency band: More exposed to interference Slower maximum speeds More reach Not able to recover your Wi-Fi password? Restore your Wi-Fi modem to its factory settings IMPORTANT: This will reset any changes that have been made to your Wi-Fi modem settings to date. You may also need to reconfigure your devices’ Wi-Fi settings (network name, password, etc.). Using a small, sharp object, press the modem’s reset button for 10

A SIM is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the Fizz mobile network. An eSIM is basically a virtual SIM card. Important: don’t delete your eSIM. Never delete an active or about to be activated eSIM, including the one from your previous provider if you are transferring your number to Fizz. Too late? A few steps are now required to save the situation. See the steps If you get an error message after your eSIM is installed in your phone: The reason -> your phone is trying to connect to the Fizz network, but the transfer of your number hasn’t started. What you need to do -> go in your account under My plans > Manage my plan > Install my eSIM and click on the button to launch the transfer. Important -> Do NOT delete your eSIM. Too late? A few steps are now required to save the situation. See the steps Where to get an eSIM Ordering and activating an eSIM is done at the same time, directly at Fizz.ca. You need a compatible phone and Internet access. If it’s not already done, create your Fizz account and from the Overview page, add a mobile plan. After validating your address, you’ll be offered a choice and that’s where you can select the eSIM. Good to know: To use an eSIM, your phone must be compatible. Check my phone If it isn’t, you can still get a physical SIM card online, or from one of our partner stores. Installing (and activating) an eSIM Once all the subscription steps have been completed, including choosing your plan and configuring your phone number, an eSIM will be assigned to you in our systems. The easiest way to install it is

Your Wi-Fi network is not optimal, it’s slow or it cuts. Click here. Activate your modem and check your plan If your Home Internet plan is brand-new and you received your modem by mail, login to your account at Fizz.ca and activate your modem to enjoy the speed associated with your plan. How to activate my modem If a technician came by to install your modem, then no need for you to activate your modem. The technician did it for you. Restart your Wi-Fi modem Unplug the power cable on your Wi-Fi modem. Make sure all the lights on the modem are off once you have unplugged it. Wait ten (10) seconds. Plug your modem back into the electrical outlet. Expect a three (3) minute delay to allow your devices to reconnect to the Wi-Fi network. Recommendation: It is more effective to restart your Wi-Fi modem by unplugging its power cable instead of pressing its power button. Check the status of the LEDs on your Wi-Fi modem A list of the lights of your Wi-Fi modem and the different possible states: Display 🔌 Power 🟢 On (Lit): The modem has power. 🔁 Blinking: The modem is not powered. ⚪ Off: The modem does not have power. ⬇️ Downstream 🔁 Blinking: The modem is searching for the downstream frequency. 🟢 On (Lit): Downstream frequency is locked (1 channel only). 🟢🟢 On (Lit): Downstream frequency is locked (channel bonding). ⚪ Off: Not scanning. ⬆️ Upstream 🔁 Blinking: The modem is searching for the upstream frequency. 🟢 On (Lit): Upstream frequency is locked (1 channel only). 🟢🟢 On (Lit): Upstream frequency is locked (channel bonding). ⚪ Off: Not scanning. 🌐 Online 🔁 Blinking: The modem is establishing a connection with the Fizz network. 🟢 On (Lit): Modem is operational. ⚪ Off: Modem is

Make sure you are in an area covered by our service. View network coverage maps If you are outside of Fizz's coverage area, you may still be able to use your mobile data by connecting to our WAN. How to access the extended network If you are outside the Fizz coverage area, your phone is probably in roaming mode.   Options for using data while roaming      Is there data in your plan? Make sure you have mobile data in your plan.   My Plans. If there is no data in your plan, you will not be able to access the Fizz mobile Internet network. You can change your plan to add data. This change will take effect come your next payment cycle. Other options: Buy an Add-on which will allow you to use its data right away. Connect to a Wi-Fi network. Is your data enabled? Your phone has a software switch that allows you to grant or deny access to the Fizz mobile Internet network. By doing so, you allow, or not, your phone to use mobile data.   The procedure for allowing the use of mobile data may vary from one phone to another. Here are two examples: Android: Settings → Mobile Network → Mobile Data iPhone: Settings → Cellular network → Cellular data If you're outside your coverage area: You may need to enable mobile data while roaming as well.  The steps to enable data roaming may vary from phone to phone. Here are two examples: Android: Connection → Mobile Network → Roaming iPhone: Settings → Cellular → Cellular Data Options → Data Roaming Options for using data while roaming Is Wi-Fi disabled? A phone may attempt to connect exclusively with Wi-Fi when Wi-Fi is turned on. Disable Wi-Fi, at least temporarily, to use mobile